Project Support Engineer at AvePoint in Cebu, Philippines

About the position:

As a Project Support Engineer, you will provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations. This role is for someone who values agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you!

Specific responsibilities include, but are not limited to:

• Acting as a representative for project-specific customer inquiries and issues, taking ownership and bringing resolution.
• Building and maintaining positive relationships with project stakeholders, ensuring customer satisfaction in project support and maintenance.
• Demonstrating resilience and composure when facing tight deadlines, unexpected challenges, or high-pressure situations.
• Collecting information and performing deep-dive analysis, diagnosis, and troubleshooting.
• Communicate effectively with stakeholders to address pushback, clarify technical details, and ensure that proposed solutions align with customer expectations.
• Committing to SLA for response and resolution, troubleshooting, and performing root cause analysis of technical issues.
• Communicating efficiently with the internal R&D team on issue investigation, solutions, and bug fixes.
• Managing the status of issues raised and ensuring they are resolved effectively in a timely manner.
• Continually evaluating existing processes to streamline and enhance customer support activities.
• Learning and keeping track of all the new functionalities added to the system every update release.
• Conducting training/hand-holding sessions with users in English, guiding them to troubleshoot the system to resolve software issues or problems.
• Providing onsite support to customers if necessary (locally or overseas).
• Contributing to the identification and assessment of project risks and working on mitigation plans to minimize the impact of risks.
• Maintaining project documentation and ensuring all support & maintenance documents are organized and easily accessible.
• Generating regular support status reports and providing data and updates to project management and other stakeholders via support monthly meeting.

What you will bring to our team:

• BA/BS Degree in any IT related field (IT/Computer Science/Computer Engineering)
• 1-3 years of technical software support/project support/applications support experience
• Excellent communication skills and able to interact professionally with a diverse group, managers, executives and SMEs.
• Strong analytical and troubleshooting skills
• Pro-active, customer focused and comfortable dealing with clients directly.
• Organized, meticulous and able to work independently.
• Experience in exam management system (EMS), training management system (TMS) and/or learning management system (LMS) is a plus.
• Current work schedule 9am – 6pm & 1pm to 10 pm PHT/SGT (may change depending on business needs)
• This job can provide a great opportunity for employee to travel abroad and work onsite on a short or long-term basis.
• Amendable to work hybrid arrangement (3x work onsite, 2x work-from-home weekly).

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement (3 days onsite & 2 days' work-from-home)
• Competitive compensation package, Performance bonuses/incentives
• Career growth & advancement opportunities

AvePoint is proud to employ talent from many different backgrounds, experiences and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

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